Systems Analyst

Anza is building a mortgage insurance company from first principles. Most mortgage insurers operate on decades-old technology, manual workflows, organizational structures, and operating assumptions that have evolved incrementally over time. We believe there is a fundamentally better way.

Our vision is to build the industry's most technology-enabled mortgage insurer, one where software, automation, AI, analytics, and thoughtful operating design create better experiences for customers while allowing the business to scale efficiently without simply adding people.

We are not interested in making legacy processes slightly better. We are interested in building the operating model that mortgage insurance should have had all along.

Anza runs the mortgage-insurance platform that lenders, servicers, and our internal underwriting staff depend on end to end. When something breaks — a screen won't load, an API call returns an error, a partner's file didn't process, an order looks stuck — you're the first person to look s is the front line of our support group. You'll take reports from external customers and internal users, investigate them against production logs, dashboards, and data, and come back with a clear answer.

Early on you'll resolve the known issues independently and escalates the rest with good evidence attached. Over time, as you learn the platform, the set of things you can close on your own grows — and you'll be the one writing the runbooks that make that possible for everyone after you. You'll work across a Java backend, a React web portal suite, and an AWS estate instrumented with Datadog.

You don't need experience with any of them. You need to be curious, methodical, good at writing, and genuinely interested in figuring out why things break. We'll teach the rest.

• Take first response on production issues from customers (lenders, partners) and internal users, and own each ticket through to closure.
• Triage by impact and urgency, and route or escalates anything you can't resolve — with your findings attached, not just the customer's words.
• Investigate before escalating: reproduce where you can, check the logs and dashboards, and use the runbooks. Work out whether it's a defect, a data problem, an environment issue, or the system working as intended.
• Run SQL queries against production read access to check what the system actually recorded, and look up the state of a stuck order or workflow.

• Write the customer-facing response: clear, accurate, specific, with a next step or workaround. Adjust for a partner's technical integrator versus an internal underwriter.
• Keep customers and internal stakeholders updated on anything that stays open, without needing to be chased.
• Raise clean defect reports — steps to reproduce, environment, affected IDs, log links, expected versus actual.

• Write up what you learn. Every investigation that isn't already documented becomes a runbook or known-issue entry.
• Flag recurring problems as patterns, with evidence, so engineering can fix the underlying cause instead of the symptom.
• Read release notes ahead of deployments and prepare for the questions each change will generate.
• Support incident response as the investigation and communication arm, and take part in post-incident reviews.

• Technical support, service desk, QA, systems analyst, or similar role or equivalent hands-on experience in a technical environment where you diagnosed problems rather than just logged them.
• Basic SQL. You can write a SELECT with a JOIN and a date filter against a relational database, and you're comfortable learning more. We'll assess this at a practical level, not a trick-question level.
• Comfort reading logs and…